From straightforward to complex, your questions are important to us.
Our comprehensive list of FAQ questions contains answers to technical questions, gives product details and can be sorted by topic categories.
Yes, our batteries comply with USDOT shipping regulations for sealed lead-acid batteries.
Our non-spillable lead acid batteries are under the U.S. Department of Transportation’s (DOT) hazardous materials regulations but are excepted from these regulations since they meet all of the following requirements found at 49 CFR 173.159(d) – NMFC #60680 Class 65.
The batteries comply with the vibration and pressure differential tests found in 49 CFR 173.159(d) (3) and “crack test” found at 49 CFR 173.159(d) (4).
For additional information, please contact us here.
No, the sealed lead-acid batteries in bXterra UPS systems are not considered hazardous materials.
Our non-spillable lead acid batteries are excepted from the international hazardous materials (also known as “dangerous goods”) regulations since they comply with the following requirements:
International Maritime Dangerous Goods (IMDG) Code.
For additional information, please contact us here.
Our battery packs, like those in our Extended Battery Modules, are meant to be replaced as a complete unit. Attempting to separate the batteries in a battery pack and replace them individually would void the warranty and any Directly Connected Equipment Guarantee.
No, connecting a surge protector strip to the UPS in any way would void your warranty.
No, daisy chaining bXterra UPS systems would void the warranty and any Directly Connected Equipment Guarantee.
Our UPS systems will not work with another manufacturer’s software. They will, however, work with OS-supplied management tools (e.g. Windows 7, 8, 10, OS X).
If the UPS receives power from a motor-powered AC generator, the generator must provide clean, filtered, computer-grade output. Consult your generator’s manual to see if it meets these specifications.
No, the UPS will charge its battery whether it is turned on or not.
PowerFrame™ is not required for your bXterra UPS to do what it was intended for. The software does provide extra features and controls in the event of a power outage.
Please refer to the user manual or online specifications of your bXterra UPS to check if it has hot swappable batteries. Most bXterra UPS systems have hot swappable batteries. Note that if during the swap your battery is disconnected and there is a power outage, there will be no battery backup for your devices.
As part of our Green Initiative, bXterra recommends contacting your local recycling center to dispose of batteries and devices as per state and local regulations. We also recommend visiting www.call2recycle.org to find potential drop-off areas near you for battery recycling.
To perform a self-test, open the PowerFrame™ software and click “Start” under the battery self-test section.
For basic troubleshooting tips, please refer to the user manual for your UPS. You can also contact us via the Contact page of our website.
A voltage regulator is a system designed to automatically maintain a constant voltage level. A voltage regulator may use a simple feed-forward design or may include negative feedback. It may use an electromechanical mechanism, or electronic components. Depending on the design, it may be used to regulate one or more AC or DC voltages. A voltage regulator is a feature of bXterra line-interactive UPS systems.
An isolation transformer is used to transfer electrical power from a source of alternating current (AC) to equipment while isolating the powered equipment from the power source, usually for safety reasons. Isolation transformers block interference caused by ground loops. Isolation transformers with electrostatic shields are used for power supplies inside sensitive equipment such as computers, medical devices, or laboratory instruments. Our upcoming line of online UPS systems will have isolation transformers as an additional layer of protection for your critical equipment.
Most bXterra UPS systems have two sets of outlets, the Surge + Battery outlets and Surge Protection outlets. Surge + Battery outlets provide battery backup, EMI filtering, line conditioning, and surge protection to connected equipment. Battery power is automatically provided in case of power failure. These are the outlets you should use for your computer or for critical devices that need shutdown time. The Surge Protection outlets provide surge suppression for sensitive electronic devices. These outlets do not provide power during a power failure.
Most bXterra batteries in our UPS systems should last between 3-5 years. Factors like operating temperature, load and storage conditions can affect the life of batteries.
The red reset button is a circuit breaker. Circuit breakers, for most UPS systems, provide overload protection from excess current. If the button on your bXterra UPS is sticking out farther than normal, you will need to push the button back in to reset the circuit.
The USB port on your bXterra UPS is used for connecting the UPS to your personal computer and installing PowerFrame™ UPS software. After installation and with the UPS connected, you will be able to access the software’s UPS monitoring and management features.
The warranty period starts at the date of original purchase. When requesting warranty service, we may ask for proof of purchase if we cannot verify eligibility or product registration. For specific warranty details, visit the Warranty Information page of our website for more information.
The USB connectivity of our UPS systems is compatible with any operating system supported by our PowerFrame™ Software.
Do not attach equipment that exceeds the VA rating of your device. Do not attach medical equipment and non-computer related items like life-support equipment, aquariums, vacuums, microwave ovens, laser printers, space heaters, copiers, paper shredders, curling irons or anything with a motor. These will void your device’s warranty and any Directly Connected Equipment Guarantee.
Critical load (nonprogrammable) outlets are meant for equipment that need a safe shutdown in the event of a power failure, like desktop computers or servers. Noncritical (programmable) outlets are meant for equipment that don’t require a shutdown period, like computer monitors.
Please visit the Downloads section of our website to find your software.
Online manuals for your device are available for download on the specific product page, or you can find product-specific manuals on the Downloads page of our website.
Make sure the phone cord is plugged in securely to the UPS, then check if you can get a dial tone if plugged directly into a wall outlet. If this doesn’t work, please contact bXterra Technical support.
The automatic shutdown of the LCD screen is an energy-saving feature of the UPS and extends the life of the LCD screen.
This is normal, some bXterra UPS systems perform a self-test automatically when they are turned on.
Some bXterra UPS systems, like the upcoming bXterra S Series Online UPS systems, have fans that constantly. Most bXterra devices use an internal thermometer which activates a fan when the temperature exceeds a safe threshold. Once the temperature returns to normal, the fan should turn off. If the fan on your bXterra UPS is running abnormally, please contact our Technical support team for assistance.
A long, continuous beep usually means that your device is overloaded. Move low-priority devices to the “Surge Protection” outlets. If this doesn’t fix the problem, then a larger UPS better suited to your power needs might be a better option. Consult your User Manual for more information about troubleshooting or contact our Technical Support team for more help.
A beep every 10 seconds usually indicates the UPS is running on battery power. If utility power is working normally, check to make sure your wall outlet is working properly by plugging a different device into it. If the wall outlet works properly, try to then plug the UPS into a different wall outlet. If the UPS continues to beep, please contact bXterra Technical Support.
The wiring fault light indicates an outlet the UPS is connected to is either not grounded properly or has its wiring reversed. Connect the device to another outlet and if it does not show the wiring fault, contact an electrician to fix the outlet wiring. If the wiring fault light is still on after confirming the outlet is working properly, contact bXterra Technical support for help.
“Surge + Battery” outlets on your bXterra UPS will power connected equipment only when the UPS is on. Note that “Surge Protection” outlets will power connected equipment whether the UPS is on or off as long as it is plugged into utility power. To power on your bXterra UPS, please make sure your UPS is connected to utility power then press and hold the power button for three seconds. Depending on the model of your bXterra UPS, you will see one of the following when the UPS is on:
BG450, BG550 solid green power LED indicates unit is on
BM850AVRLCD, BM1000AVRLCD, BM1350AVRLCD, BM1500AVRLCD front panel LCD showing ONLINE icon indicating the UPS is on
Our UPS systems are not meant to be serviced by the end user. Opening the device, other than to replace its battery, will void any warranty and Directly Connected Equipment Guarantee. If you are having issues with your bXterra UPS system, please contact technical support via the Support page of our website.